Business Process Outsourcing
We help BPO IT teams deliver better CX on a network that costs less
Bluewave is an independent technology advisor to BPOs. We help you evaluate and negotiate the platforms and carriers behind client delivery, then stay involved through cutover and the carrier escalations that come after.
Bluewave BPO Results Snapshot
$5.36M
Annual savings across 20 BPO circuits
45 days
From assessment to $650,000 in annual savings for a global BPO
8.5 to 6 min
Average handle time after a 400-agent BPO moved to CCaaS
Find Budget for AI & CX Initiatives in Your Network
BPO clients expect AI in their CX programs at a lower cost per contact, along with tighter SLA and security terms. For IT, funding those improvements often means finding room in the existing budget.
In our work with large, multi-site BPOs, we often find that budget in carrier contracts. Sites launch on tight deadlines, so carriers are chosen for speed over price and long-term fit. Contracts then renew at their original rates, even as newer options in the same markets cost far less.
Bluewave benchmarks those circuits against current pricing and helps BPOs move the savings into the CX and AI work on their roadmap.
Where Bluewave helps BPO IT teams
Lower Technology Cost-To-Serve
Much of the overspend Bluewave finds comes from well-performing networks still paying legacy carrier rates that have never been re-bid. We benchmark current spend against the market, re-bid out-of-line contracts, and validate each site before making changes.
Launch New Clients and Sites on Schedule
Provider lead times in a new market often determine when a site can go live. Bluewave confirms requirements and carrier availability early in the process, so launch plans are built around realistic provider lead times.
Improve CX and Agent Performance
Your contact center platform and workflows affect handle time and agent performance. Bluewave evaluates CCaaS and AI options against your clients’ performance metrics, then supports negotiation and rollout.
Build A More Resilient Delivery Network
When a circuit into Manila or Kingston goes down, agents sit idle while the SLA clock runs. Bluewave designs diverse network paths where client contracts require them, and IT teams gain a direct line to the network operations center during an outage.
$5.36 Million A Year in Savings Across 20 BPO Circuits
We pulled 20 circuits from our BPO engagements and compared what each client was paying with what we re-sourced it for. Together, they went from $652,000 a month to $205,000 for the same or better service, a 69% average reduction.
The biggest gaps showed up in Egypt, the Philippines, and Jamaica. One Philippines delivery site moved from 600 Mbps to 1 Gbps and cut its monthly bill by 77%.
A Direct Path from Benchmark to Cutover
Assess the Environment
Bluewave builds a site-by-site view of circuits, contracts, pricing, and renewal dates, along with the CX and cloud services that run on the network. The process is designed to limit the demands on the BPO’s IT team.
Prioritize the Changes
Bluewave then outlines the viable options in each market and what each change would require, so IT leaders can determine which changes to make first.
Execute the Plan
Once a direction is approved, Bluewave manages sourcing and negotiation alongside your IT team and remains involved through cutover. If a carrier misses a date or a bill is incorrect, Bluewave follows up until it is resolved.
When To Bring in Bluewave
New Client or Site Launches
Bluewave confirms provider lead times and carrier availability before the go-live date is set, so the launch plan reflects what each market can deliver.
Carrier Renewals
When a carrier contract comes up for renewal within the next year, Bluewave benchmarks it against current market pricing before it rolls over at the original rate.
CCaaS and AI Platform Decisions
Bluewave evaluates CCaaS and AI platforms against the performance metrics in client contracts before a BPO commits to a multi-year agreement.
Acquisitions
Acquired operations bring their own carriers and contracts along with their seats. Bluewave assesses what was inherited and helps BPOs determine what to keep and what to consolidate.
Talk with a BPO Advisor to identify material opportunities and create additional value across your business.
From An On-Premises Contact Center to CCaaS and a Remote Workforce
The Opportunity
A healthcare-focused BPO with 400 agents had outgrown its on-premises contact center. It needed room to add business lines and hire beyond its home market.
Bluewave’s Role
Bluewave helped guide the move to CCaaS and the shift to remote work, with the new platform supporting both the expansion and the new lines of business.
Our Results
- 8.5 to 6 minutes average handle time after the move
- 400+ agents moved to a work-from-home model
Let’s Talk
Bring us the decision in front of you.
BPO Technology Advisory FAQ:
What does Bluewave help BPO IT teams with?
Bluewave is an independent technology advisor. We help BPO IT teams choose and negotiate CCaaS, AI, network, cloud, cybersecurity, communications, and mobility services, then manage the providers after go-live. We don’t run outsourced operations, and we aren’t tied to any carrier or platform.
How much work is required from our IT team?
Usually not much. We collect the contracts, invoices, and circuit information you already have, then set up a few focused conversations with the right people. Savings opportunities usually show up within a few weeks.
Can Bluewave work across delivery sites in multiple countries?
Yes. We review every delivery site together, whether that’s two countries or ten. Seeing them side by side shows where pricing is out of line and where consolidating carriers would give you more leverage.
Is the network benchmark limited to cost reduction?
No. Cost is usually where it starts, but the review also covers route diversity, capacity against today’s seat count, and how outages get escalated. Several clients have come out of it with more bandwidth and a more resilient design at a lower monthly cost.
Does Bluewave stay involved through implementation?
Yes. We validate each site before anything moves and stay on through cutover. After that, we handle escalations and billing review with your carriers, so the savings you approved are the savings you see.